conversion rate
sebelum hampir 12th. Completion rate
sebelum hampir 12th. ASA, AHT, % within Service Level, Ahrinkage, Occupancy
sebelum hampir 12th. Calls presented, calls ABD, Agent ready mins, Agent Not Ready, Longest time waiting, Avg time waiting, avg call time by agent,HDI survey metrics
sebelum lebih dari 12th. average handle time
abandon rate
customer satisfaction
sebelum lebih dari 12th. Customer Satisfaction (post call and emailed based on CSR touching account), Adherence, First Contact Resolution, Service Level
sebelum lebih dari 12th. Calls per hour, Occupancy (% of day on the phone or waiting for a call), Quality Monitors
sebelum lebih dari 12th. FCR, AHT, Cost per Contact, Abandon Percentage, Occupancy, Conversion, ACW, ASA, ATT
sebelum hampir 13th. Service Level, Abandon rate, Gross Margin, Average Speed of Answer, Quality percentage
sebelum hampir 13th. CSAT - Company
CSAT - Agent
FCR
CR
Conversion
RPC
AHT
Quality
sebelum hampir 13th. Sales - £s, conversion rate, telephony talk-time %, QA
sebelum hampir 13th. ASA
AHT
Abandon Rate
Cost per Call
Service Level
sebelum hampir 13th. ASA, Service level, SPH, LPH, RPC, CPC, ATT, Abandon rate, c-stat
sebelum hampir 13th. Seated time Idle time + Talk time / Scheduled time to be on phone. Scheduled time is the time paid minus the time that has been approved to be off phone as in "Approved Shrinkage" (break time, training time, feedback session...)
sebelum hampir 13th. CSAT, AHT, FCR, Transfers, Sales.
sebelum hampir 13th. abandon rate
transfers per hour
sales per hour
first call resolution
sebelum hampir 13th.